WITH INCREASING EMPHASIS ON PRODUCT COST, IT IS IMPORTANT THAT THE DOCUMENTATION PROVIDED WITH PRODUCTS BE PRECISELY WHAT THE CUSTOMER WANTS AND NEEDS...AND NOTHING MORE. AT THE IBM ENDICOTT, NY, BAND PRINTER DEVELOPMENT SITE, A CROSS-FUNCTION TEAM USED A SHORT TWO-PAGE SURVEY TO DETERMINE WHAT CUSTOMERS WERE LOOKING FOR IN THEIR PRINTER MANUALS. THE SURVEY WAS DISTRIBUTED BY TWO-PERSON TEAMS TO PRINTER OPERATORS, SYSTEM PROGRAMMERS AND MANAGERS. TWO QUALITY FUNCTION DEPLOYMENT (QFD) MATRICES WERE BUILT FROM THE SURVEY RESULTS. THE FIRST USED CUSTOMER PREFERENCES TO DETERMINE WHAT MATERIAL SHOULD BE INCLUDED, THE SECOND ESTABLISHED HOW IT COULD BE PRESENTED MOST EFFECTIVELY.